Director, IT Customer Service and Support is responsible for leading a
global team of technical administrators that manage, configure, and deploy
equipment or imagery productivity, communication and collaboration into
effective business capabilities, highly technical leader will design
employee digital experience around the use of productivity tools and services
like file sharing, content creation/management,
collaboration/communication, software, intranet and digitization. This
position will lead 3 managers and work with IT Desktop Administrators,
Enterprise Core Infrastructure and Network Team, and Enterprise Web
Applications/Development teams as well as various leaders and stakeholders
across the enterprise to manage and deliver end user support. A strong
technical background and leadership skills complemented by extensive customer
service experience and a problem-solving mindset, coupled with the ability
to motivate and inspire your team to achieve business objectives and goa ls
are
How you'll make an impact:
Collaborate with infrastructure and engineering teams to build unified
communications that ensure a seamless, efficient and secure use of
productivity, and collaboration technologies.
Development of improvements to real time monitoring and alerting for service
desk staff
Manage and track company assets real time and ensure accurate Service Now CMDB
records are in place.
Collaborate closely with security team to ensure standards are well understood
and proper controls are implemented
Develop business and technical architectures for end user systems and
peripherals.
Collaborate with internal stakeholders on special projects and initiatives.
Ensure end user data is protected and recoverable (i.e. Legal Holds Back-Up
Devices)
Define key metrics and KPIS to track efficient and effective utilization of
end user productivity, communication, support, and collaboration tools
and services
Set goals, objectives, prioritizing projects and initiatives for End User
Services functional areas.
Comprehensive understanding of the Information Security as it applies to
endpoint hardening and data destruction.
Manage the deployment or rollout of new devices, laptops, printers, etc.
in accordance with applicable replacement schedules as well as associated
licensing
Lead a global team of hardware specialists, asset managers, service desk
analysts and Federal platform support specialists.
Manager multiple functional areas who support hardware specialists, digital
automation engineers, asset managers, service desk analysts and technology
solution architects
What we're looking for:
Ability to work from the office a minimum of 3 days per week or as agreed upon
with Manager.
Ability to travel up to 30% to support a global workforce.
Bachelor's degree in Information Technology or Business Administration
Minimum 10+ years of experience end user experience across user endpoint
devices and technologies like MDM, RPA, Unified communications,
solutions including cloud-based productivity applications like O365,
OneDrive, Teams, Zoom, Power Platform.
Minimum 7+ years of experience managing a team.
Strong experience in setting and executing a End User workplace strategy and
transformation with heavy focus on end user experience, challenging the
status quo, leveraging technology trends and industry best practice.
Strong ability to demonstrate leadership, creativity, and initiative.
Excellent strategic thinking skills with the ability to make data-driven
decisions and problem solving and willingness to support.
Experience working with senior management leadership and ability to influence
others cross-functionally.
Initiative, a sense of urgency, ability to multi-task, strong
organizational and project management skills, and a "can do" attitude.
Salary Range Description
$124,600.00 - $190,840.00 Salary
The Hiring Range provided for this role is informed by (but not limited
to) arious factors including responsibilities of the position, work
experience, education/training, internal peer equity, geography, as
well as other market influences when extending an offer. The disclosed range
has not been adjusted for these factors. This role may also be eligible to
participate in a variable incentive-based bonus plan. Optiv offers a
comprehensive compensation and benefits package, of which salary is a
component
Job Application Window
This position accepts applicants for a minimum of 4 business days after the
job posting date and will remain available until an applicant has been
selected for the position.
What you can expect from Optiv
A company committed to championing Diversity, Equality, and Inclusion
through our Employee Resource Groups.
Work/life balance
Professional training resources
Creative problem-solving and the ability to tackle unique, complex projects
Volunteer Opportunities. "Optiv Chips In" encourages employees to
volunteer and engage with their teams and communities.
The ability and technology necessary to productively work remotely/from home
(where applicable)